Supervisor - Workflow

We are seeking a Supervisor- Workflow to join the team in our King of Prussia, PA office! The Supervisor - Workflow is responsible for overseeing the daily operations of the Workflow team, ensuring efficiency, accuracy, and compliance with company policies and industry regulations. This role involves supervising staff, optimizing workflows, and driving team performance to meet key metrics. The ideal candidate is a proactive leader with strong problem-solving skills, a collaborative mindset, and a commitment to continuous improvement.

Responsibilities:

• Provide direction, support, and coaching to ensure the team meets departmental goals and performance standards.
• Oversee workload distribution, prepare daily assignments, and ensure turnaround time and service level agreements (SLAs) are met.
• Oversee claims setup, policy enrollments, and member eligibility verifications in accordance with company policies and regulatory guidelines.
• Track quality and productivity metrics, conduct monthly one-on-one meetings, provide coaching, and implement corrective actions when needed.
• Address system and workflow issues, assist team members with inquiries, and implement solutions to improve efficiency.
• Review high-priority and escalated requests, assigning them appropriately to ensure timely resolution.
• Work closely with the Team Lead, Workflow Quality Analyst, and Learning & Development Specialist to identify training needs and bridge performance gaps.
• Assist with recruiting, interviewing, and onboarding new employees, ensuring they receive comprehensive training on systems, compliance, and workflows.
• Contribute to year-end reviews by providing constructive feedback, identifying growth opportunities, and recognizing achievements.
• Lead or participate in projects aimed at increasing productivity, reducing costs, and enhancing workflow efficiency and customer service.
• Prepare operational reports, analyze performance data, and provide recommendations to management.
• Act as a key liaison between operations staff, offshore teams, senior leadership, IT, and other departments to foster seamless communication and problem resolution.
• Keep up with regulations, best practices, and emerging trends to continuously enhance department performance.
• Other duties as assigned.

• A college degree or equivalent experience is preferred.
• Prior supervisory or management experience in healthcare, insurance, or claims processing is a plus.
• Proven ability to lead, train, and motivate a team while effectively managing performance and providing development opportunities.
• Strong ability to manage workloads, interpret performance data, and implement strategies for process improvement.
• Excellent troubleshooting skills with a proactive approach to identifying and resolving workflow inefficiencies.
• Strong verbal and written communication skills to effectively engage with employees, customers, and internal teams.
• Ability to prioritize tasks, manage shifting inventory demands, and thrive in a fast-paced, evolving environment.
• Familiarity with workflow management systems, reporting tools, and compliance regulations.
• Must speak and write fluent English. Foreign language skills are a plus.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).
• Must be able to work in the King of Prussia, Pennsylvania office when required.

• Work environment requires moderate keyboard and computer terminal exposure in an office.
• Flexibility to work in an office and/or at-home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.